EN
    Search
    Abformate_Hero-Banner_support_1920x1080

    Benefits of knowledge management in production
    %
    Reduced search times for information
    %
    Cost savings through faster ticket processing
    %
    Higher first-time fix rate

    Our solution for Customer Service & After Sales

    Customer service is more than just support, it is the flagship of your organization. Turn it into a success factor with intelligent, AI-based knowledge management from Empolis.
    IL-Browser-based-instruments-Browser-based-instruments

    Offer self-service

    Answer routine inquiries using self services or AI-supported chat functions.This allows you to reduce ticket volumes and costs at the same time.

    IL-Flexible-use-flexible-use

    Fewer escalations

    Solve more 1st level inquiries at the first contact. In addition to higher customer satisfaction , you reduce training time and training costs.

    IL-CP-Product-CP-Sales

    Better product recommendations

    Increase your sales with individualized spare parts business - with automated suggestions and without having to switch between different tools.

    Better service with less effort

    Make every employee as smart as your best experts overnight. With intelligent knowledge management from Empolis, you can centralize data access, reduce processing times and digitize important support services.

    Self-services for customers & partners

    Guarantee fast and competent help - around the clock, 365 days a year.Thanks to intelligent self-service portals that are linked to the central knowledge management system, external users can reliably find answers to their questions - without having to contact support. This significantly reduces the volume of service requests and cuts support costs in the long term.

    Impressions_images_BuyerPersona_drawing_area 1-58

    Straight to the right solution without frustration

    Thanks to contextual information, 1st level employees resolve more customer queries - precisely, quickly and comprehensibly. This significantly increases first-time resolution. This saves time and takes the pressure off your employees. In addition, escalations are reduced and customer service is continuously improved.

    Drawing area 1_8

    Expert advice & more trust

    By intelligently linking knowledge with machine, product and usage data, the right spare parts or service products are specifically suggested for the service case being processed. This turns every employee into a service expert. This also creates relevance, simplifies the ordering process and opens up additional sales potential in after sales.

    Impressions_images_BuyerPersona_drawing_area 1-59

    These are the benefits of digitalized customer service
    Impressions_Images_BuyerPersona

    Employees in the hotline

    Reducing thevolume of tickets relievesemployees and makes them more motivated. They act competently towards the customer and can process tickets up to 30 percent faster thanks to AI-generated answers.

    Engineer_2ndLevel

    Engineer in 2nd level support

    The workload is reduced so that employees canconcentrate on essential tasks again and use their own resources correctly. This increases motivation and the quality of work results.

    Drawing area 26_16

    Heads of department in service

    The new overview makes it easier to identify patterns and trends. Whether it's recurring problems in a series or an increasing number of inquiries - proactive measures can now be implemented more easily.

    Frequently Asked Questions

    You can find information on frequently asked questions in our FAQ articles.

    • The answer is: right now. In the face of demographic change, an increasing shortage of skilled workers and the growing flood of information, companies can no longer afford to leave existing knowledge unused.

      A targeted investment in professional, AI-based knowledge management saves time, costs and resourcesin the long term - and creates the basis for sustainable success. Companies that systematically record, structure and make their expertise accessible benefit from greater process efficiency, better collaboration and faster training of new employees.

      Companies that take action today secure decisive advantages for tomorrow with a digital knowledge platform - and strengthen their competitiveness in the digital age.

    • AI-based knowledge management is a central component of digital support processes. It links ticket, CRM systems and knowledge databases - and thussupports fast, reliable and standardized customer support. It makes support processes independent of theemployee 's individual expertise, speeds up the processing of individual tickets, reduces escalations to 2nd level and noticeably increases the first contact resolution rate.

    • Perhaps in the short term - but hardly in the long term. Without structured knowledge management, processes remain inefficient, knowledge is lost - and new employees take much longer to become productive. Digital support processes are crucial, especially in the context of the shortage of skilled workers: service quality, speed of response and customer satisfaction can only be ensured in the long term if knowledge is centrally available.Strategic goals such as fast problem solving, consistent communication and efficient digital support processes are difficult to achievewithout a central knowledge structure .

    • Intelligent knowledge management makes it possible to find relevant expertise at any time - quickly, up-to-date and centrally. This saves time when processing inquiries, reduces queries and enables employees to resolve even complex issues independently. The easy availability of standard solutions, FAQs and step-by-step instructions improve first-contact resolution and relieve the burden on 2nd level support.

      The result: faster response times, fewer errors and higher service quality with less effort - even with limited personnel resources.

    You too can set new standards

    Book a demo

    In an individual demo, you have the opportunity to get to know functions in more detail and have your individual questions answered by an expert. Together, you will discuss your specific use case and what possibilities AI-based knowledge management can offer you.

    Book a demo

    Contact us

    Let us discuss your concerns in detail! Together we will clarify the most important questions about knowledge management and the benefits of making your organization's knowledge available to the entire team.

    Contact form 
    To be clarified:

    • Business Guide (download form or link)
    • Blog (link?)
    • Digi-Check (link?)
    To the case study
    gi-kl-1045876492-1920x1080